After buying infused hot cocoa I could not open per package directions I ended up cutting it open and spilling some while transferring it to another container, so I reached out to BR and in less than 24hrs I had a human response and soon after that I had a phone call from Kathy in marketing giving me my money back and some merch thrown in too! As Kathy thanked me for reaching out she also said they can't fix what they don't know, which is refreshing after being ignored for so long at other businesses. Thank you for the positive experience!!